Written by: Stuart Corner | Published in: TechnologyTelstra has launched a hosted contact centre service using technology from market leader Genesys. Meanwhile, its international arm is offering -outside Australia a cloud-based contact centre service using technology from Australian company IPscape in which Telstra is an investor.
Written by: Peter Dinham | Published in: MarketContact centre industry solutions provider, Townsville City Council has won the Government Contact Centre 2012 Summit award for the Most Innovative Project for its recent implementation of IMC Communication's livepro Knowledge Management solution in its Customer Service Centre.
Written by: Peter Dinham | Published in: Cloud ServicesEmerging global provider of cloud-based customer service software, Zendesk, has established an Australian Development Centre in Victoria, paving the way for 20 new highly skilled development jobs, with the new centre to be the hub for the company’s further development of cloud technologies.
Featured | Written by: Stuart Corner | Published in: Cloud ServicesCompetition in the Australian market for cloud-based contact centre services is set to intensify with local player, Engage, to be acquired by US-based LivePerson, a $US157m per year company with over 8000 customers including IBM. HP and Microsoft.
The Australian market for contact centre applications bounced back in 2010, recovering from a decline in 2009 to record growth of 16.4 per cent, and with strong growth forecast for the next seven years. Genesys, Avaya and Cisco are the top vendors with a full range of contact centre solutions, while Verint and NICE Systems lead in monitoring and optimisation solutions.
Written by: Peter Dinham | Published in: StrategyCompanies and organisations in the Australia and New Zealand region are moving towards a hybrid data centre ecosystem strategy incorporating several services along with organisation-owned data centres, reflecting the adoption of cloud services being consumed as a hybrid model, according to a new market report just released.
Written by: Stephen Withers | Published in: EnterpriseJust about every business of significant size seems to want a mobile app. But what if was easy to provide deep integration with the contact centre? Would cross-platform compatibility be a bonus? That's what Interactive Intelligence is promising.
Written by: Peter Dinham | Published in: MarketA rise in domestic demand for third-party services has firmly entrenched the Asia Pacific region in the global contact centre outsourcing market, mainly due to the upswing in the telecommunications and banking and financial services sectors.
Written by: Peter Dinham | Published in: MarketCloud is changing the way applications are designed, tested and deployed, resulting in a significant shift in priorities in the global application development market which is predicted to grow worldwide to more than US$9 billion, and to reach A$153.4 million in Australia, by year’s end.
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